Description

Own regional incident management escalations, coordinating major incident response and driving resolution efficiency.

This role is on-site.

Responsibilities

• Lead P1 and P2 Major Incident management, including resource coordination, diagnosis, triage, and documentation.
• Collaborate across ITSM processes, including Change and Problem Management, to identify dependencies and synergies.
• Develop Root Cause Analysis documents to support incident closure and identify risk reduction opportunities.
• Produce executive reporting on KPIs, status, trends, and pain points.
• Identify automation opportunities within Incident Management to improve operational efficiency.

Required Skills

• 5+ years of experience in incident management or related roles.
• Hands-on experience with ServiceNow.
• Deep understanding of ITSM frameworks and Problem Management.
• Technical proficiency in cloud infrastructure, DevOps frameworks, storage, and networking.
• Ability to communicate complex application and infrastructure incidents to both technical and non-technical audiences.
• Experience managing interdependencies between Changes, Incidents, and Problems.
• Availability for occasional weekend and after-hours rotation to support Priority One events.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate